Channelling the Experience

Companies often think they’re doing well by offering their customers several channel choices for service and sales contact but unless those channels are connected, the customer experience is likely to be disappointing. The cost for running these disconnected channels may be higher and they may not be as profitable as a more omni-channel approach.

David Turner, CEO of Webhelp UK, speaks to Business Reporter about the importance of creating an omni-channel experience for today’s digital-savvy customer. Distributed with the Sunday Telegraph on 30th July, this feature contains David’s views on omni-channel customer service that allows companies to meet and exceed customer expectations.

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